Customer Contact Solutions Nortel Customer Contact Centre Solutions, one of the industry's broadest customer service portfolios, enables enterprises to engage with customers in new ways, helping businesses achieve greater customer loyalty and outstanding competitive advantage. The collaborative qualities of Web 2.0 are creating an opportunity for businesses to deliver a unique customer experience, resulting in tangible business benefits. We call this Customer Experience 2.0 -- the ability to create the most compelling customer experience through technology and the power of the Internet. Nortel is transforming business communications with solutions that orchestrate the powerful benefits of the Nortel Contact Center, Self-Service, Unified Messaging, Multimedia Conferencing, and Expert Anywhere solutions. This extensive portfolio provides the ability for customers to do business with you consistently and seamlessly -- anywhere, anytime, and on any device. Featured Products
 CallPilot
CallPilot is a unified messaging solution for medium-to-businesses using Meridian 1 PBX or Meridian SL-100 phone systems, Communication Server 1000, and/or CPE Centrex systems. Contact Center Portfolio
Contact Center Portfolio is a diverse suite of customer interaction solutions that deliver a complete, seamless customer experience. Contact Recording
Nortel's Contact Recording provides a fully integrated solution for businesses that require all of their calls to be recorded. Available in both IP and TDM environments, Contact Recording can be controlled from a single Web-based user interface. Nortel Quality Monitoring can be added as a software upgrade. Multimedia Conferencing
is Nortel's premium SIP-based, reservation-less audio and video conferencing solution, which provides you with an in-house solution that is seamlessly integrated within your communications network. Quality Monitoring
Nortel's Quality Monitoring enables customers to selectively record calls and agent screens within a contact center. Quality Monitoring is available in both IP and TDM environments. Expert Anywhere Contact Solution
Nortel's Expert Anywhere Contact solution is an integrated suite of multimedia applications and communications tools designed to enable a higher level of real-time collaboration and seamless interaction between contact center agents and a extended team of experts, anytime, anywhere. Self-Service
With Nortel's Self-Service products, a business can become accessible to its customers 24 hours a day, seven days a week.
IP Contact Centers
Nortel's IP Contact Centers give you power, flexibility and geographic independence by using your IP network to support agents and managers almost anywhere - allowing you to utilize open, standard interfaces between software components of your contact center.Nortel's Contact Center Solutions enable you to work from virtually anywhere with an IP-based Thin Client Agent Desktop and combine your IT and telephony management functions and benefit from the added simplicity.With Smart Client Technology from Microsoft, client applications are always up to date. This allows clients to load "new from the server" each time the application is run - ensuring the thin client can be maintained on the server and the changes are in effect with the next sign-on. Multimedia Contact Centers
The multimedia capability of Nortel's Contact Center 6.0 provides unified, intelligent, skill-based queuing and routing. It combines all types of communication into a single, powerful system, enabling you to provide consistent service regardless of the way customers and suppliers choose to deal with your organization - through voice, email, text chat or Web. With skills-based routing, you can direct customers to your best resource every time.A multimedia contact center enables you to monitor performance in all media channels - not just voice. Robust unified management tools facilitate quick resolution of performance issues, while a completely integrated design means you can mange from common tools regardless of the medial channel you choose.Improve job satisfaction among your agents by diversifying your media channel and adding a new dimension to your agents' activities. Now your service staff can spend their time on different types of tasks, including voice calls, IM and emails. This broad range of choice ultimately lowers turnover and reduces your investments in recruiting and training. SIP Contact Centers
SIP is an open standards-based network protocol which makes it easily adaptable to third-party applications. Nortel Contact Center Solutions can be SIP-enabled, providing powerful presence capabilities and universal treatments of multimedia communications that can be tailored to specific business dynamics in real-time. The basic network interoperability feature of SIP is enabled on both the customer side and the agent side of the Contact Center 6.0 application.Customer multimedia contacts, such as email and Web communications, can be routed, queued and connected to your agents just like a phone call. Agents or company experts can work in real-time, with multimedia access from any location that offers secure Internet access driving first-call resolution.With the ability to support remote service kiosks or seamlessly switch between media types in a single connection, SIP brings powerful capabilities to help your enterprise achieve a competitive edge. Virtual Contact Centers
Nortel Contact Center Solutions can be deployed in powerful virtual applications. These virtual capabilities may scale from small departmental functions to large, global networks as agents may be dispersed among many contact center locations, remote offices, or working at home.With the IP capabilities of the Nortel Contact Center 6.0, you can:
 Make the best use of your resources - You can make sure that customers are directed to the agent with the right skillset everytime - wherever your agents are located.
Increase flexibility in the workplace - You can retain valuable employees who may need to work from home or relocate, and even acquire new employees outside of the office environment.
Manage your contact centers anywhere, anytime - The term "virtual" also applies to the management side of the contact center. With a simple browser-based tool, your supervisors and managers can roam the globe as they monitor and manage your contact center from any Internet connection. Voice Contact Centers
Nortel Contact Center 6.0 can be used in a voice contact center application utilizing existing TDM infrastructure and/or IP telephone sets or softphones. Nortel offers specialized Contact Center Telephones for both modes. The system also employs powerful network skill-based routing to assure rapid assignment of voice contacts to the most skilled agent - locally or anywhere in a networked application. Adding existing CTI applications, IVR, speech and screen pops is simple with the powerful drag-and-drop integration capability.
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